Returns & complaints

1. 1Report. For a withdrawal, the declaration via “Withdraw from contract” is all it takes – you get a confirmation straight away. For damage, a wrong item or a defect, write to us with your order number and a photo.
2. 2Wait for our reply. We will get back to you with the return address and – if we are paying – with the return label. Do not send anything carriage forward: carriers do not accept unpaid parcels.
3. 3Pack and send. Goods flat and dry, in the original box or a sturdy box. Enclose your order number, otherwise the parcel cannot be matched.
4. 4Refund. We refund using the same method you paid with – no later than 14 days after receiving your withdrawal; for a withdrawal, not before the goods have arrived or you have proved dispatch.

• As a consumer, you can withdraw within 14 days of receipt without giving any reason – even if packs have been opened.
• The goods must then be sent back no later than 14 days after your declaration. You bear the direct cost of the return.
• Exceptions are sealed hygiene products such as respiratory masks if the seal has been removed, and goods made to the customer’s dimensions – details are in the withdrawal policy.
• If the goods have been used beyond testing, you may have to pay compensation for loss of value. Applying an abrasive once to judge it counts as testing; sanding through half a pack does not.

Withdraw from contract

• Get in touch with your order number, the item and a photo – fastest via Returns & complaints. The form asks for exactly that.
• For transport damage, a photo of the packaging helps while you still have it. Feel free to accept the parcel; you do not have to refuse it.
• We send a replacement or refund you. In this case we bear the cost of the return – the label comes from us, you pay nothing.
• Statutory warranty, two years; one year for traders (§ 8 T&Cs).

• Traders have no right of withdrawal – it only applies to consumers (§ 7 T&Cs).
• Please report obvious defects within 14 days of delivery (§ 377 HGB, § 8 T&Cs).
• Ordered too much or the wrong thing? There is no entitlement, but ask us: for unopened stock items we can usually find a solution. KORNDEX Business gives you a dedicated contact for this.

• Discs and sheets flat and dry – abrasives curl if they get damp or travel bent in an envelope.
• Original box or a sturdy box; rolls with edge protection, as they arrived.
• Enclose your order number or delivery note. Without it, the parcel cannot be matched to an order and the refund takes longer.
• The address is our registered office: Custom-Automotive GmbH, Industriestraße 22, 63517 Rodenbach, Germany. Please ask us first anyway – we will tell you whether the parcel should go there or straight to the warehouse. We answer questions about returns at info@customwheel.de.

• We refund using the same means of payment as for the order; you will not incur any fees for this.
• For a withdrawal, we refund the purchase price including standard delivery costs – but not the surcharge for a more expensive shipping method you chose.
• We may wait until the goods are back or you have proved dispatch – whichever comes first.
• For partial returns, the shipping costs remain if the rest of the order would have incurred them anyway.